Remote Position
Senior Enterprise Customer Success Manager – Renewal & Expansion Champion Driving Sustainable Growth, Customer Advocacy, and Revenue Expansion for SaaS Solutions at brighthush
🌍 Remote · United States
💼 Full-time
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Welcome to brighthush – Where Innovation Meets Customer Success
At brighthush, we’re redefining what it means to be a SaaS company in the digital age. Our mission is simple yet powerful: empower businesses to unlock the full potential of their digital operations through cutting‑edge software solutions. We help organizations streamline processes, enhance collaboration, and drive measurable growth—all while fostering a culture that values trust, transparency, and continuous improvement.
Why brighthush? What Makes Us Stand Out
- Hybrid Work Flexibility: Choose to work from home or in our modern, collaborative office spaces.
- Award‑Winning Culture: Join a team that prizes innovation, collaboration, and personal growth.
- Generous PTO & Family Support: Enjoy ample vacation days, 14 weeks of fully paid parental leave (including adoption), and a four‑week company‑paid sabbatical after five years.
- Health & Wellness: Immediate eligibility for comprehensive health, dental, and vision plans, plus monthly gym membership reimbursement or equipment stipend.
- Financial Security: Competitive base salary, performance bonuses, equity options, 401(k) with employer match, and tuition reimbursement after one year.
- Professional Growth: Access to a robust learning platform, mentorship from senior leaders, and opportunities to shape product roadmap discussions.
This position is open to remote candidates, offering flexibility while maintaining a strong sense of community through regular virtual town halls, team‑building events, and quarterly in‑person retreats.
Core Responsibilities – Your Impact in Action
As a Senior Enterprise Customer Success Manager, you will be the linchpin of our customer experience, ensuring that every interaction delivers value, insight, and delight. Your day‑to‑day activities will include:
- Deliver a world‑class customer experience: Manage the full lifecycle—post‑sale transition, onboarding, adoption, value realization, renewal, expansion, and long‑term retention.
- Build and nurture trusting relationships: Understand each customer’s business goals, operational challenges, product usage patterns, decision‑making structures, and strategic priorities.
- Own customer health and engagement strategy: Serve as the primary owner of health metrics, engagement plans, renewal timelines, risk mitigation, and retention outcomes for your assigned portfolio.
- Lead the renewal process:
- Prepare renewal proposals and timelines.
- Communicate proactively with stakeholders.
- Coordinate pricing, negotiations, and internal approvals.
- Ensure smooth contracting and billing follow‑up.
- Collaborate with Billing and Revenue Operations for accurate invoicing.
- Maintain a disciplined renewal cadence: Track key dates, commitments, contract requirements, usage changes, risks, and next steps to guarantee on‑time renewals.
- Engage a broad spectrum of stakeholders:
- Executive sponsors, CFOs, finance leaders, tax heads.
- Procurement teams, legal contacts, security reviewers.
- Technical stakeholders, administrators, end users.
- Navigate commercial conversations: Handle pricing discussions, procurement negotiations, renewal objections, scope changes, and escalations with professionalism and confidence.
- Identify upsell and cross‑sell opportunities: Align expansion initiatives with customers’ long‑term strategies and evolving needs.
- Collaborate with Sales: Partner to support expansion while maintaining ownership of the overall customer relationship.
- Lead product enablement: Conduct individual sessions and create scalable content to boost product knowledge, usage, and adoption.
- Proactively detect churn signals: Monitor engagement, satisfaction, procurement friction, and shifting priorities.
- Develop resolution plans: Work with internal stakeholders to address at‑risk customers.
- Coordinate cross‑functional teams: Ensure a seamless experience from implementation through renewal and beyond.
- Amplify customer voice: Capture insights, identify trends, and influence product development and service improvements.
- Document best practices: Contribute to playbooks, guides, FAQs, renewal documentation, communication templates, and enablement materials.
- Maintain accurate records: Update Salesforce and other systems with health updates, engagement activity, renewal status, risk indicators, commercial next steps, expansion opportunities, and stakeholder information.
- Encourage advocacy: Identify success stories and facilitate testimonials, references, case studies, and other advocacy opportunities.
Essential Qualifications – What We’re Looking For
- Proven experience as a Customer Success Manager, Strategic Account Manager, or similar role managing a dedicated book of business.
- Experience with large, complex, or enterprise customer relationships, preferably in a SaaS or software environment.
- Demonstrated ownership of customer renewals, including planning, communication, pricing discussions, procurement coordination, negotiation, and risk mitigation.
- Exceptional communication skills and the ability to build strong relationships with executives, finance leaders, procurement contacts, technical stakeholders, and day‑to‑day administrators.
- Strong commercial judgment: understand customer value, identify renewal risk, navigate objections, manage pricing conversations, and balance customer needs with business priorities.
- Excellent organization, follow‑up discipline, and attention to detail—capable of managing multiple customers, deadlines, renewal timelines, internal dependencies, and competing priorities.
- Confidence in leading difficult conversations—escalations, renewal objections, pricing concerns, service issues, and procurement negotiations.
- Cross‑functional collaboration skills: coordinate effectively across Sales, Support, Implementation, Product, Revenue Operations, Billing, Legal, and Security teams.
- Creative problem‑solving, deep curiosity, and a proactive approach to closing knowledge gaps and sharing learnings.
- Humble, team‑focused attitude with a desire to lift others and contribute to scalable processes, documentation, and best practices.
- Bachelor’s degree with 5+ years of relevant experience preferred; a combination of education and experience will be considered, especially where customer‑facing SaaS, enterprise account management, renewal management, or commercial ownership experience significantly exceeds the minimum requirements.
Preferred Technical Skills – Tools of the Trade
- Proficiency in Microsoft Office Suite for data analysis, customer‑facing materials, executive presentations, business reviews, and renewal reporting.
- Advanced Salesforce usage: documenting relationships, tracking renewal opportunities, maintaining pipeline hygiene, updating health metrics, recording commercial next steps, and creating reports and dashboards.
- Experience with Customer Success Platforms—ChurnZero preferred.
- Ability to learn and explain SaaS product functionality at a level sufficient to support enablement, answer technical questions, coordinate with Support or Product teams, and engage with security or technical stakeholders.
- Data‑driven mindset: use metrics to assess customer health, product adoption, engagement, renewal risk, and expansion potential.
Career Growth & Learning Opportunities – Your Path Forward
At brighthush, we believe in nurturing talent and fostering continuous learning. As a Senior Customer Success Manager, you will:
- Advance to a Customer Success Leadership role, overseeing a team of managers and shaping the customer success strategy.
- Participate in cross‑functional leadership programs that expose you to product, sales, marketing, and engineering.
- Access a robust learning platform with courses on advanced negotiation, data analytics, and SaaS product strategy.
- Receive mentorship from senior leaders who have a track record of building high‑performing customer success teams.
- Contribute to product roadmap discussions, ensuring customer needs drive innovation.
Work Environment & Culture – Where Collaboration Thrives
brighthush thrives on a culture of collaboration, transparency, and empowerment. Our remote‑first approach is complemented by regular virtual town halls, team‑building events, and quarterly in‑person retreats. We celebrate diversity, encourage open dialogue, and reward initiative. Your contributions will directly impact customer satisfaction, revenue growth, and the overall success of the organization.
Compensation, Perks, and Benefits – We Value Your Success
While specific salary ranges are tailored to experience and market conditions, we offer a competitive total compensation package that includes:
- Base salary commensurate with industry standards.
- Performance‑based bonuses tied to renewal rates, expansion revenue, and customer satisfaction metrics.
- Equity options to share in the company’s long‑term success.
- Comprehensive health, dental, and vision coverage effective day one.
- 401(k) with employer match.
- Generous PTO, parental leave, and sabbatical options.
- Professional development stipend and tuition reimbursement.
- Wellness programs, gym reimbursement, and mental health resources.
- Flexible work hours and remote work flexibility.
Ready to Make an Impact? Join brighthush Today
If you are a strategic thinker, a relationship builder, and a data‑driven problem solver who thrives in a fast‑paced SaaS environment, we want to hear from you. Join brighthush and help us create lasting value for our customers while advancing your career in a supportive, innovative, and rewarding setting.